Engineering Lead, Technical Support

Responsibilities

• Provide support to Airwallex’s customers (particularly the APAC and China regions) on troubleshooting their technical issues (e.g. providing technical information / explanations, sample codes, exploring payment logs, FAQs)

• Work directly with developers and internal teams on post integration issues to provide support and best practices for using Airwallex’s product

• Identify areas where Airwallex’s products and services are not functioning as expected and work with internal stakeholders to deliver improvements

• Coordinate with internal stakeholders to identify causes of system failures and deliver solutions

• Be available to coordinate the process to manage resolution of system failure incidents

• Participating in the development of tools, systems, and processes to improve productivity and product reliability
  

Who You Are

We're looking for people who meet or exceed the following requirements.

Minimum Qualifications

• 3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and China region

• 5+ years experience in customer-facing technical support.

• Bachelor degree or above in Computer Science or relevant majors.

• Experience with REST, JSON, HTTP, HTTPS and SQL. Must be familiar with common HTTP errors and resolutions.

• Proven experience and skills in troubleshooting and problem-solving technical issues.

• Must have sufficient technical knowledge to communicate with software development teams.

• Have familiarity with process to escalate system incidents and coordinate resolution.

• Strong willingness to deliver exceptional customer service at scale.

• Excellent written, verbal and in-person communication skills in both English and Mandarin
  

Preferred Qualifications

• Good to have technical knowledge: Python, Go.

• Good to have monitoring tools knowledge: ELK, Splunk, Loki.

• Experienced in e-commerce, payment, fin-tech industry is a plus.

• Good command of English and Mandarin